Return Policy

You can return purchases within 7 days of receiving your order, subject to the following conditions:

• The returned product must be in its original condition, unused, and in its original packaging with all accessories. Returns of shipments or products not in their original condition will not be accepted.
• If we receive any product that is open or has its outer packaging removed, it will be considered damaged, and we cannot reship opened items to the customer as they will be destroyed.
• Mowkly Store will bear all return shipping costs in the event of receiving a damaged or defective product.
• You must report any product defects within 24 hours of receiving the product and send a photo of the product and its original packaging.

Returns will not be accepted in the following cases:

• If the return request is submitted after the specified time of 7 days from the date of receipt.
• If the product has been used, opened, damaged, or is not in the same condition as when you received it.
• If the product's box or packaging is damaged.

How to Submit a Return Request:

• If you wish to return a product, please submit a request and contact us via WhatsApp or email.
• We will contact you to confirm your return request.
  • Returns within Riyadh: Mowkly store representative will contact you to collect the return.
  • Returns outside Riyadh: A customer service representative will contact you to determine the shipping company and delivery method.
• After receiving the return at our warehouse and verifying its condition, the refund will be processed within up to 14 business days.

For details and the refund process, please see the sections below.

Return or Cancellation Request Processing Time:

• The processing time for a return or cancellation request is 14 business days from the date the order is received at the Mowkly store warehouse or from the date the return request is submitted. This occurs after the shipment arrives at the Mowkly store warehouse and is confirmed eligible for return.

Refund Process According to Payment Method:

• For payments made via Mada, Visa, or Mastercard, refunds will be issued to the card used for the purchase. The refund process may take up to 14 business days, depending on the bank.
• For payments made through Tabby or Tamara, refunds will be processed through their respective payment providers. The refund process may take up to 14 business days from the date the product is received at our warehouse. The customer is responsible for tracking the refund through their Tabby or Tamara account.
• For payments made via Cash on Delivery, refunds will be issued as a voucher or credited to the customer's in-store account. These vouchers or credits can be used multiple times until the amount is used up, and there is no expiration date. The refund process for issuing a voucher or crediting the customer's in-store account is 48 hours from the date the product is received at our warehouse.

Return Fees:

Return fees apply in the following case: a return request for one or more products after the customer has received the order. This excludes returns of the entire order.

Return Fees

• Shipping
  
  • 28 SAR (Return fee for orders within Riyadh)
  • 40 SAR (Return fee for orders outside Riyadh)

Cancellation Fees:

• If the customer decides to cancel an order after it has been placed, we will do our best to cancel the order at no cost to the customer, provided that the order has not yet been processed and the shipping label has not been issued at the time the cancellation request is received.

Cancellation fees apply in the following cases:

• Canceling an order after it has been prepared and/or after the shipping
• label has been printed
• Non-receipt of shipped orders
• Full order return
• Cancellation Fee
  • Shipping
    
    • 28 SAR (Cancellation fee within Riyadh)
    • 40 SAR (Cancellation fee outside Riyadh)

Electronic Payment Fees:
Electronic payment fees apply to all return or cancellation requests made through electronic payment services.
Cancellation Fee
Payment Method

• Tabby & Tamara
  
  • 7% fee of the total amount paid
• Mada - Visa - Mastercard
  
  • 2.5% fee of the total amount paid

Delivery Failure:

• In cases where the shipping company or courier is unable to deliver the shipment due to a reason attributable to the customer, or in the event of any error in the customer's information that may result in shipment cancellation or return, fees will apply according to the Return and Cancellation Policy without exception.
• Entering correct address and contact information is the customer's responsibility.

Returns are only available through the policy outlined above; exchanges are not available.